We are looking for an experienced Technical Support Specialist to join our growing team. In this role, you will be the initial technical point of contact for our customers who need guidance troubleshooting technical issues while using CoLab. Our customers will count on you to provide timely and accurate solutions to their technical problems. In addition to this, you will actively work with our development team to implement bug fixes and ship them to customers.
We’re on the hunt for a special set of skills. Someone who wants to take their deep technical expertise and help solve customer problems. In this role you will be the bridge between our users, our customer success team and our development team, by fielding support requests, investigating issues, analyzing data and working with our dev team to implement fixes. The customer experience is extremely important to us and this role will help facilitate positive experiences for our customers in every interaction.
Provide help and answers to customers' technical issues by identifying the problem, researching answers and providing guidance
Respond to customer support requests across a number of channels; triage technical issues and escalate as appropriate
Work with our Development, QA and Release teams to implement bug fixes and ship them to production
Support the development of effective onboarding and training programs as well as other adoption and usage programs in consultation with the team
Collect customer product requests and contribute to development prioritization
Provide ongoing recommendations and serve as the voice of the customer to internal teams
Work with the team to actively build and evolve the customer support process as we grow
Experience with Python and Python web frameworks such as Flask & Django
Adeptness for brainstorming solutions to technical problems and providing high-level guidance with implementation
Exceptional interpersonal skills with a broad range of external and internal teams
Ability to communicate effectively via phone, web conference, and in writing
Ability to thrive in a highly ambiguous environment - startup experience is a major plus